Customer Service Representative
1 week ago
About the Role
The Customer Care Specialist I is an entry-level position that involves providing general written and verbal customer support for both internal and external Lumen customers with single contact resolution.
Main Responsibilities
Address internal and external customers' basic questions such as billing inquiries, order status, and validate services and dependencies of order requests.
Collaborate with key stakeholders such as Order Entry, Customer Care Managers, Account Team, Billing and Provisioning to provide best customer experience.
Utilize current systems to properly authenticate customer.
Solve complex customer issues by using provided systems and resources.
Provide technical support and navigation assistance of Lumen's customer portal.
Validate customer request type to create Move Add Change order requests for customer.
Provide best-in-class customer experience utilizing strong written and verbal communication skills focused on resolving the customer's concern at 1st point of contact.
Identify and document root cause of customer's issue using active listening and strategic questions.
What We Look For in a Candidate
Required:
High School diploma or GED or equivalent.
1+ years of contact center experience.
Strong computer skills with MS Office experience and the ability to navigate multiple systems at once.
Strong written/verbal communication experience.
Strong Customer Service skills.
Preferred:
Knowledge of telecommunications/technology industry.
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